Team Leader Support (Portuguese and Spanish Speaker) at Inetum

Lisbon, , Portugal -

Full Time

Start Date

Immediate

Expiry Date

15 Oct, 26

Salary

0.0

Posted On

17 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Portuguese Language, Spanish Language, IT Service Management, Ticketing Tools, Microsoft 365, Windows Environments, Remote Support, User Account Management, Customer Service, Problem Solving, Incident Management, Service Level Agreements

Industry

IT Services and IT Consulting

Description

Company Description Inetum is a European leader in digital services. Inetum’s team of 27,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.4 billion euros in 2024. Job Description We are looking for a Team Leader Support (Portuguese and Spanish Speaker) to join our multilingual Service Desk team, providing first-line IT support to end users across an international environment. The successful candidate will serve as the first point of contact for incidents and service requests, ensuring excellent customer service, quick issue resolution, and compliance with service level agreements (SLAs). Key Responsibilities Receive and handle support requests via phone, ticketing system, and chat. Log, categorize, prioritize, and track incidents and service requests. Perform initial diagnosis and resolution of common IT issues. Escalate complex incidents to the appropriate support teams. Follow up on open tickets and keep users informed of progress. Maintain accurate documentation of troubleshooting activities and resolutions. Contribute to knowledge base updates and process improvements. Ensure high customer satisfaction through professional and timely support. Required Qualifications Languages (Mandatory) --- Portuguese and Spanish Speaker Technical Skills Experience using ticketing tools such as Jira, ServiceNow, Remedy, or similar. Knowledge of Microsoft 365 applications and Windows environments. Basic understanding of IT Service Management (ITSM) processes. Experience with remote support tools. Experience providing remote support for users' computers (accessing the computer and resolving the issue). Familiarity with user account management, access requests, and workplace support. Experience Minimum 4 years of experience in a Helpdesk, Service Desk, Customer Support, or Technical Support role. Soft Skills Strong communication and customer service skills. Problem-solving mindset. Ability to work in a fast-paced environment. Attention to detail and quality. Team-player with a proactive attitude. Nice to Have ITIL Foundation certification. Experience in multilingual support environments. Knowledge of Genesys, Jira Service Management, or Confluence. Additional language skills (French, Spanish, Portuguese, or English). What We Offer International and multicultural environment. Professional development opportunities. Ongoing training and career growth. Schedule: Monday to Friday Contract Type: Full-time

Responsibilities

Provide first-line IT support to international end users by handling incidents and service requests via phone, chat, and ticketing systems. Ensure quick issue resolution and maintain accurate documentation while escalating complex problems to appropriate teams.